PAIR design digital portfolio

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PAIR design digital portfolio

campaign logo

Crocker Art Museum:Art Power

print + web marketing since 1998

companies have only moments to convey who they are, what they do, and why that matters. we merge strategic thinking and creative design into print, web, and environmental solutions that blend who, what, and why into memorable graphics.

tradeshow

event graphics

websites

direct mail + postcards

e-mail marketing

print ads

custom awards

environmental signage

brochures

annual reports

wearables

web banner ads

pocket folders

logos + corporate identity

promotional giveaways

social media consultation

and more

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PAIR

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LLC

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superhero employee recruitment campaign

EMC Corporation

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LLC

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erve

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annual reportAHRC NYC

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LLC

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direct mail campaignEMC Corporation

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LLC

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collateral campaignThe Management Trust

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LLC

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corporate identity

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AIR

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LLC

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Five9 | Ski Team logo | ph 1 | 12.14.12PAIR design page 2 of 4

Option B

B1

B2

FIVE9

ski team 2o13

FIVE9

ski team 2o13

campaign logo

Crocker Art Museum:Art Power

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PAIR

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LLC

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websitePowerhouse Science Center

(confidential—site currently in production)

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LLC

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websiteBolt Star

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LLC

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custom awards

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PAIR

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LLC

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websiteFOCUS13

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LLC

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websiteGWA

GWA | Website | PH 7 | 10.31.13 page 1 of 2

Homepage

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ign,

LLC

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custom displayEMC

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LLC

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FOCUS11 security conferenceMcAfee

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PAIR

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LLC

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leadership conference brandingAramark

(client: EVI)

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LLC

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erve

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RSA conference 2013KEYW / Sensage

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PAIR

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LLC

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momentum conference 2006EMC

Exterior banner at AnaheimConvention Center

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LLC

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#!

@

Today’s modern consumer has incredibly

high expectations; if those expectations are

not met, they will become ENRAGED!

Calming Customer Rage

in the modern service era

THE CUSTOMER IS STILL KING!

TERRIBLE CUSTOMER SERVICE=CUSTOMER RAGE

SMART SOLUTIONS TO SOOTHE ANGRY CUSTOMERS

WHEN EXPECTATIONS ARE NOT MET, CONSUMERS STRIKE BACK!

When consumers have an important

customer service need, 70% will

first call a company on the phone

for help.

Why don’t consumers want to hop in the

car and drive to the store to get the service

or support they need? They don’t have

time, patience, or the desire to have in

person interactions with businesses. In fact,

said driving and parking

are hassles

of consumers don’t want

to interrupt what they

are doing at home

say standing in line makes

them tired and irritated

24% 22%

of 18–34 year olds don’t

have the time to visit a

store, 23% prefer the

anonymity of the phone

and 16% like staying

home in their “sweats”

38%

20%

KEY FACTS

about contact

centers*

43 BILLION

CALLS PER YEAR

American call centers

receive 43 billion calls

a year

3 MILLION

people work in call centers in the United

States and another 2 million in centers

around the globe

$7.50 PER CALL

On average, it costs $7.50 per

call to have a live American

agent answer a call

speaking with a rude customer

service representative

60%

speaking with an incompetent

customer service representative

52%

*According to Emily Yellin, author of “Your Call Is

(Not That) Important to Us”

What causes consumers to become enraged when they CALL a company

for customer service?

The Five9 study uncovered several steps

businesses can take to mollify infuriated

customers. In most cases, it lies with the

company’s number one brand advocate,

the customer service agent, to turn that

enraged customer around.

not reaching a live person when

they call a company for support

48%

getting disconnected

44%

explaining their issue more

than once

40%

being put on hold for too long

38%

49%

of consumers will stop doing

business with a company,

especially men (52%)

of women will ask to speak

to a manager, immediately

65%

I customers

of 18–34 year olds will vent

their frustrations on social

media outlets like Twitter

and Facebook

21%

#!

@

In fact, 93% of consumers said they would be more forgiving when a

company couldn't resolve their problem over the phone if the person

they were speaking with had at least one of the following attributes:

RESPECTFUL

74%

KNOWLEDGEABLE

69%

FRIENDLY

57%

PATIENT

53%

SYMPATHETIC

49%

of consumers will retaliate against

a company if their customer service

needs are not met!

FUNNYAnd, a little humor doesn’t

hurt, 19% of 18–34 year

olds said a funny customer

service agent would help

them get past bad service

Sources:

This survey was conducted online within the United States by Harris Interactive on behalf of Five9 between

September 25–27, 2013 among 3,014 U.S. adults age 18 or older. This online survey is not based on a probability sample

and therefore no estimate of theoretical sampling error can be calculated.

www.five9.com

Copyright © 2013 Five9, Inc.

custom illustration / infographicFive9

916.852.9299 pairdesign.net [email protected]

we’re excited to tell you more about who we are and what we do. call or email us to get started.

PAIR design digital portfolio

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